KlikenReviews of kliken.com

Reply from KlikenJul 16, 2024

Hi there, We take feedback very seriously and are committed to ensuring the satisfaction and trust of our clients. However, we are unable to validate your experience as there are no specific details provided to confirm you as one of our customers and allow for any further investigation into the issues you have noted. We have attempted to reach out to you to obtain details of your account via Trust Pilot and you did not reply. We also note you left the same review on Google, in which we extended the same note as below. To clarify, we do not claim to be Google. We are a proud Google Partner, offering services that align with Google's standards and guidelines. Our operations are transparent and legitimate, and we are dedicated to maintaining the highest level of integrity in all our interactions. If you have any additional information regarding your experience, we would be more than happy to investigate this matter further. Please contact our customer support team directly so we can address any concerns you may have, or provide a ticket number or an invoice number from a recent interaction or transaction which could help further in the account validations and review. Best regards, The Kliken Team

Reply from KlikenApr 16, 2024

Dear Maria, Thank you for your feedback, and we sincerely apologize for any inconvenience you have encountered with your ad campaigns. We understand the importance of these to your business and are committed to resolving the issues you’ve experienced. We reached out on the morning of April 10th (EST) upon receiving notification from Google of an issue with your campaign, and we apologize if our message did not successfully reach you. In that we noted there seemed to have been a miscommunication due to conflicting messages received from Google regarding ad verification and suspension. We promptly raised a flag with Google to obtain the necessary clarifications to ensure the next steps taken create the best chance of resolving the issue. Please note that your account requires advertiser verification before we can appeal the suspension imposed by Google for they have noted is a violation of their terms and conditions. This process is the same to that which would be required if you were a direct customer of Google, and is designed to protect the integrity of advertising practices, but can at times be a false positive result from their review team. An agent will be contacting you shortly to assist with the verification process and to address any further concerns you might have. Rest assured, we are actively handling your support ticket (#345112) and are prioritizing a resolution. Kind regards, The Kliken Team --- Gracias por sus comentarios y nos disculpamos sinceramente por cualquier inconveniente que haya encontrado con sus campañas publicitarias. Entendemos la importancia de estos para su negocio y estamos comprometidos a resolver los problemas que ha experimentado. Nos comunicamos con usted la mañana del 10 de abril (EST) al recibir una notificación de Google sobre un problema con su campaña y le pedimos disculpas si nuestro mensaje no le llegó correctamente. En eso notamos que parecía haber habido una falta de comunicación debido a mensajes contradictorios recibidos de Google con respecto a la verificación y suspensión de anuncios. Inmediatamente levantamos una alerta ante Google para obtener las aclaraciones necesarias para garantizar que los siguientes pasos tomados crearan la mejor oportunidad de resolver el problema. Tenga en cuenta que su cuenta requiere la verificación del anunciante antes de que podamos apelar la suspensión impuesta por Google porque han observado que constituye una violación de sus términos y condiciones. Este proceso es el mismo que se requeriría si fuera un cliente directo de Google y está diseñado para proteger la integridad de las prácticas publicitarias, pero en ocasiones puede ser un resultado falso positivo de su equipo de revisión. Un agente se comunicará con usted en breve para ayudarlo con el proceso de verificación y abordar cualquier inquietud que pueda tener. Tenga la seguridad de que estamos manejando activamente su ticket de soporte (#345112) y estamos priorizando una resolución.

Reply from KlikenFeb 14, 2024

Dear Yulia, Unfortunately, a number of your statements and claims are categorically incorrect. There has been no scam. In fact, while you claim to have been having the issues with your Google campaigns, you subsequently purchased two additional Kliken Ads campaigns (which run on a separately platform to Google). And in order to purchase these, you had to complete the checkout process which clearly and transparently stated what would occur once purchased. As a premier partner of Google, our relationship is officially recognized in Google's Partner Directory, evidence of our commitment to high-quality advertising services. This partnership is foundational to our operations and can be verified here: https://partnersdirectory.withgoogle.com/partners/1215821149. Also, process of collecting marketing funds up front is an essential practice, given we execute the payments to Google on behalf of the customers. Because of this, when creating a campaign - it provides a transparent process by which customers can see the monthly budget they will spend, and fund the campaign, instead of waiting until the end of the month to see the charge. This is clearly stated upfront for full transparency with our clients. The manual efforts you mentioned are related to the fact you have your own Google Merchant Center account. At the time of sign-up, you enter that ID in to allow us access. If you do not do this, we cannot provide any support. At times it does lead to a slightly longer onboarding process, but our success rate in providing support to customers who import their own MCAs is exceptionally high once the process is completed. Our help center articles extensively cover how to navigate these situations and the requirements involved. As for our Support team replies - you submitted 11 different tickets through different channels in less than 36 hours. The submission of multiple support tickets on your part, which led to the creation of multiple customer records, prevents our system from being able to consolidate messages. As of this morning the team has been able to associate and assign and is working on refunding your campaigns. However, it's crucial to note that our team has put considerable effort into manually addressing each of your concerns, despite these complications. Regarding your comments on our cancellation policy, it is important to correct your misinformation: our cancellation process is immediate upon selection. Therefore, claims suggesting we do not offer such a policy are inaccurate. We take pride in ensuring our policies are both fair and transparent, aligned with international consumer law standards. Our terms of service clearly state that any campaigns that are active may remain active until the exhaustion of their budgets unless requested otherwise by the customer. Misunderstandings can occur, but it is our hope to move forward by addressing any issues directly and effectively. For further assistance or to discuss any aspect of our service, our customer service team is readily available. Best regards, The Kliken Team

Reply from KlikenFeb 14, 2024

Thank you for taking the time to share your feedback and concerns. We truly regret to hear about your disappointment with our e-commerce campaign services. While your account was suspended for Misrepresentation, it was actually the result of Google's advertiser verification requirements. Upon reviewing your situation, we proactively reached out to you to assist in resolving the issue. Unfortunately, we did not receive the necessary engagement on your end to proceed with the advertiser certification, which is crucial for addressing such matters. It's important to clarify that the "Misrepresentation" disapproval originated from Google, not Kliken. While we strive to navigate these challenges and support our clients in every possible way, Google's policies on misrepresentation are stringent and appeals can be particularly difficult. We understand how this can be frustrating and want to assure you that we have processed an appropriate refund in light of these circumstances. We always aim to be transparent about the fact that ad platforms, including Google, have the final say in approval decisions. This means that similar issues could potentially arise if the campaign were directly managed through Google or another platform. We're committed to improving communication and services to prevent such experiences in the future. Kind regards, The Kliken Team

Reply from KlikenFeb 14, 2024

Hi Denis, Unfortunately we have found the success rate of appealing misrepresentation disapprovals, which are issued by Google, and not by Kliken, to be extremely low. While we continue to work to identify successful routes to this, without support from Google we often find the ability to get a successful outcome for our customers, like yourself, to be minimal. Your comment that we did not deliver what was promised is incorrect. We explicitly state in our terms and conditions that we must, and you as a customer must, abide by the advertising platforms terms & conditions. While we appreciate the frustration a misrepresentation disapproval brings - when this occurs, the account, and campaign, cannot proceed. Your refund was successfully processed and as always, if you require any additional support please reach out to our team at any time. Kind regards, The Kliken Team

Reply from KlikenFeb 14, 2024

Hi there, The coupon that you are noting is issued by Google directly, and must be earned under their requirements. When you canceled your campaign, the only way to restart the campaign is to re-instate, which does require a budget top-up (and is something we are working to adjust). However, the money 'spent' must be monies spent by Google in serving your ads, not the amount of money you have spend (e.g. while you prepaid funds equal to the coupon requirement, they had not yet been spent by your ads). In an attempt to resolve this for you, at a cost to us, we provided credits to your account that Google did not - however this was insufficient and you subsequently cancelled your campaign, which we provided the appropriate refund for in line with our refund policy. Kind regards, The Kliken Team